8x5 remote support with sufficient SLAs on Production and Non-Production environments
AKS environments audit
Regular health checks and monthly check-ins to address any issues or concerns
#### Activities
* Ticket resolution:
Issues resolution, support coverage, issue categorization and analysis
* Ensure environments are stable, matching reference architecture and are created/deleted as required
* Manage the platform and associated infrastructure
* Manage day-to-day operational tasks including upgrades, backup and restore, user onboarding, load balancing, and bug fixes
* Manage service integrations for the platform
* Report on Key Scaling Indicators, Key Performance Indicators and taking appropriate action to ensure high utilization and SLAs are me
#### Outcomes
* Lower operational costs and reduction in time spent on operations
* Higher development to operator ratio
* Developers spend more time on app development
* Decreased deployment times
* Faster time to market
* High availability foundation
* Enhanced security
### Target Audience
* Architects
* Operators
* DevOps engineers
### Platform
AKS
### Maximum Response Time
P1 Tickets < 40 minutes
P2 Tickets < 4 hours
P3 Tickets < 24 hours
### Resolution Time
P1 Tickets < 5 hours
P2 Tickets < 3 business days
P3 Tickets < 5 business days
### Details
40 hours of ticket activities included during business hours (8AM to 5PM)
If more support hours are needed within a given month, customer is to be billed at a standard billable rate